Patient Advice and Liaison Service (PALS)

How we can help

All our staff strives to provide the best possible care and service. However, occasionally things can go wrong. If you feel unhappy or have any concerns the please talk to a member of staff in the service in the first instance. How we can help you
Our Patient Feedback Team would like to hear about your experience and are here to help with any positive or negative feedback you have. We can:

• Provide confidential on the spot advice and support to anyone who uses our services, their families and carers
• Listen to all suggestions and make sure these are shared with our services
• Liaise with our staff to resolve any issues you raise as quickly as possible
• Provide information on services and local support groups
• Support you with your complaint where actions will be taken to improve services and ensure learning takes place
• Help sort out health concerns on your behalf
  

Have Your Say - How to give feedback

Compliments
Your compliments make a real difference and helps us to know what we are doing well and what we need to make improvements to

You can share positive or negative feedback by speaking to any member of staff or with PALS

You can also phone, write or email PALS and we will make sure your comments are shared with the relevant individuals or teams

Comments:
You can leave comments about our services when you complete our friends and family Test (FFT). Speak to a member of staff if you want to complete an FFT comment card

You can also leave feedback on the NHS Choices website anonymously and we will respond and share these comments
with the service.

You can give feedback by writing to us, or phoning us, or sharing your comments with a member of staff. You can also email us
You can also email our feedback inbox feedback@leicspart.nhs.uk

Concerns:
You can raise your concern directly with a member of staff, and we would encourage you to do this, as they can work with you to resolve the issue quickly
If you would rather not raise your concerns directly then share them with PALS and we will support you through this

Patient or Carer Short Film

Would you like to be involved in a Patient or Carer short film about your experience?
We are always looking to hear from people who would like to share their experiences with us. If you are a service user, carer, friend or family member then The Patient Experience Team are happy to speak further with you to arrange to film a short story.

You will have the opportunity to tell us what's gone well, or not so well, whilst you or your relative received care and treatment from our services. If you prefer we also have the option to do an audio recording.

Leicestershire Partnership NHS Trust (LPT) are committed to capturing and learning from you as the patient voice is very important to us, particularly when looking into improving patient experience.

LPT are currently building a library of patient story films to use in staff induction, training and development, as well as improvement projects. Your film will also be used for the “patient voice” section within the Trust Board monthly meetings.

For more information please speak to a member of staff or contact the Patient Experience Team on: 0116 2950830 or email the patient experience team to: lptpatient.experience@nhs.net

Advocacy Service

What is an advocate?

At times, we all can find it difficult to speak up for ourselves and somebody else, like an advocate, might be able to help by speaking up on your behalf. An advocate will act as your mouthpiece. An advocate's job is to represent your views, your needs and your rights by speaking or writing on your behalf. An advocate can attend meetings with you or instead of you and they can help you get your entitlements

Many advocates are people who have experience of mental health or learning disability services themselves and may have used the services in the past, so they're well-placed to understand what you're going through

How to get an advocate

All patients are allocated a care co-ordinator who will know about advocacy services

Alternatively you can contact them directly:

A statutory NHS Complaints Advocacy Service that can help you to use the NHS Complaints process. It's free, confidential and independent. Call 0300 456 2370

Click here for more information